Wireless Operations Engineer

Wireless Network Operations Engineer

This role is categorized as hybrid. This means the successful candidate is expected to report to the Michigan Global Tech Center three times per week, at minimum or other frequency dictated by the business. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

The Role

We are seeking a Wireless Network Operations Engineer to join our dynamic team supporting the performance, operations, and optimization of wireless network systems in connection with OnStar services. This role requires an understanding of carrier wireless networks, backend systems, and their interactions, with a strong focus on troubleshooting, monitoring, and analysis of network performance as it pertains to OnStar's connected vehicle services. The ideal candidate will have experience with mobile network technologies, including GSM, UMTS, and LTE, and a proven track record of debugging and resolving complex network issues. You will play a role in collaborating with wireless carriers, internal teams, and external partners to ensure the seamless operation of our connected vehicle services. Additionally, the role includes the creation of new operational processes, developing performance metrics, and solving escalated customer reported issue with connectivity.

What You'll Do (Responsibilities)

• Provide support for network connectivity or related network issues for user community
• Troubleshoots, diagnoses, and resolves problems with our wireless carriers impacting connected services.
• Define and develop metrics and alerts to measure network performance related to connected services.
• Understand & document system workflows associated with back-end interactions between wireless service providers and GM backend systems, such as Inventory, lifecycle of OnStar In-vehicle services etc.
• Develop monitors and metrics to measure the carrier integration API performances.
• Execute network test plans, as needed, for new device launch and troubleshooting.
• Solves engineering related problems and create alternative solution to ensure continued operation.
• Create change requirements by describing high level business objectives, business benefits and functional requirements with the Product Teams.
• Participate in iterative co-validation sessions with IT counter parts (mostly developers and testers) as an SME to ensure that requirements have been correctly implemented.
• Works closely with wireless carriers and vendor partners to resolve performance issues.
• Work with other Customer Experience Operations team members to develop and improve operational playbooks.
• Travel as required.
• Apply various visualization tools to extracted data in order to provide unique and insightful results.
• Position requires operational support per on-call schedule.
• Handle escalated tickets and issues from customers.

Your Skills & Abilities (Required Qualifications)

Bachelor of Science degree in Computer Science, Engineering, Data Science, or related field. 2+ years of relevant Cellular/Mobile, Engineering or IT work experience. 1+ years of experience in Cellular/Mobile industry, related to GSM, UMTS and LTE technologies. Familiarity with telecommunications technologies and protocols, including SS7, TCP, UDP, IP, SIP, VoIP, T1, Ethernet. Understanding of Cellular Core Network Architecture and Radio Access Network. Understanding of mobile cellular acquisition and call flows for Voice, SMS and Packet Data Calls. Understanding of data communication principles, including OSI and TCP/IP protocol models, including network security for both wireless and telephony networks. Experience in testing and debugging End-to-End 3GPP wireless device call performance in live networks. Familiarity with AAA, HA, GGSN, SGSN, HLR, PDSN, HSS, MME, S-GW, P-GW. Exposure to carrier provisioning workflows and back end systems. Experience creating SQL, Power BI reports or metrices. Operational experience supporting cellular network components, creating or executing operational playbooks with vendors to resolve customer issues or outages. Excellent verbal and written communication skill in English and Regional Language.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE. THIS INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYER OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)